We’re seeking an experienced Remediation Manager to oversee a team of remediation specialists correcting customer records and resolving fee-related issues in a high-impact, customer-focused project.
Lead a team. Solve real problems. Improve data quality.
- Lead and manage a team of up to 9 Remediation Specialists
- Oversee daily operations and monitor team performance
- Handle escalated or complex customer account issues
- Liaise with internal stakeholders to align processes
- Report on progress, risks, and outcomes to leadership
Skills and experience required
1. Leadership & Team Management
- Ability to motivate, guide, and support a team of remediation specialists
- Skilled at setting daily/weekly targets and ensuring accountability
- Provides coaching and development to improve performance and consistency
- Creates a collaborative, respectful, and high-performing team environment
2. Operational Oversight & Workflow Coordination
- Plans and manages team workload to meet project milestones and remediation volumes
- Allocates tasks effectively based on team strengths and project priorities
- Monitors productivity, identifies blockers, and resolves bottlenecks quickly
- Familiarity with agile or structured workflow tools (e.g., Jira, Trello, Excel trackers)
3. Data & Process Quality Assurance
- Reviews and approves complex or high-risk customer remediations
- Develops or enforces quality assurance processes and review standards
- Identifies trends in errors and proactively addresses them through coaching or escalation
- Ensures documentation and audit trails are maintained for accountability and compliance
4. Stakeholder Engagement
- Acts as a liaison between the remediation team and project leadership, compliance, IT, or customer service teams
- Communicates progress, risks, and escalations to stakeholders clearly and proactively
- Balances operational needs with organisational policy, regulatory requirements, and customer experience
5. Problem Solving & Decision-Making
- Handles complex or unclear customer record/account issues that specialists escalate
- Applies logic, risk assessment, and good judgement to make fair and compliant decisions
- Identifies patterns and systemic issues, and proposes process improvements
6. Communication Skills
- Confident and professional in both written and verbal communication
- Capable of delivering performance feedback constructively
- Skilled at drafting clear internal process updates, issue escalations, and status reports
7. Time Management & Prioritisation
- Can manage multiple streams of remediation work simultaneously
- Balances speed with quality and escalates delays or competing priorities early
- Maintains focus under pressure and supports the team in doing the same
8. Integrity & Compliance Awareness
- Strong understanding of data privacy, customer confidentiality, and compliance expectations
- Ensures that remediation actions are aligned with organisational standards and relevant regulations
9. Technical & System Proficiency
- Able to generate reports or analyse data to monitor performance and accuracy
- Comfortable working with spreadsheets and dashboards for reporting
10. Change Management & Adaptability
- Helps team navigate process changes, new tools, or shifting priorities
- Encourages flexibility and fosters a mindset of continuous improvement
- Quickly interprets new directives and translates them into team-level actions
Logistics:
Start date – Timing: The aim is to commence work in the first week of July. Duration: Initial project will run for 6 months
Location: Sydney, with a strong preference to work from the office due to the customer service and remediation nature of the role.
Rate: Rate to the Remediation Manager will be $900-$1,100/day
Application Close Date: No later than EOD Tuesday, 10th June 2025. (5:00 pm) 2025 (AEDT)
– All Accredited Professionals must become a Member of ICG if not already the case